Engineering Manager - MSP (Remote)

Our Managed Service Provider division consists of several specialized teams, each dedicated to providing essential elements of managed IT services. Collaboratively, these teams deliver quality solutions to clients nationwide.

The engineering team oversees the deployment, monitoring, and issue resolution of core IT infrastructure for both internal systems and external clients. This includes hardware configuration, license renewals, firmware patching, and the implementation of our tools across varied environments.

We are currently seeking an experienced manager who is passionate about technology to lead our engineering team. You must thrive in a fast-paced and dynamic environment, managing multiple projects concurrently and participating in projects hands-on if required.

Join us in driving excellence in technology service delivery!

Responsibilities

• Manage a team of remote network engineers, systems engineers, and NOC technicians, providing them guidance, mentorship, and support.
• Define project scopes, objectives, timelines, and milestones.
• Build and own a product catalogue, working with the broader management team to align our products and service offerings to our team’s vision.
• Manage the overall execution of projects, tracking schedule budgets and assigning appropriate resources.
• Regularly update stakeholders on project progress and outcomes.
• Present metrics to management on a weekly basis, providing project status updates, utilization reports, and capacity forecasting.
• Ensure comprehensive and up-to-date documentation of client systems and environments, including network diagrams and asset configurations.
• Promote a culture of learning, documentation, and knowledge sharing within the team.
• Oversee a team of NOC technicians that monitor, maintain, and patch client systems.
• Implement processes between the NOC team, engineers, and support teams to handle ticket escalations and resolution of emergencies.
• Be a subject matter expert in our internal systems and client systems, resolving escalated tickets and improving processes where appropriate.
• Stay current with industry best practices and technological advancements to drive innovation within the team.

Required/Minimum Qualifications

• Bachelor’s degree in computer science or related field and 3+ years of managing technical teams, or equivalent experience.
• 3+ years of experience managing a technical team of 4 or more people.
• 4+ years of experience working in, or managing, IT infrastructure projects.
• 4+ years of experience working in a hands-on technical role.
• Organization and time management skills to keep projects on track and within budget.
• A strong ability to troubleshoot complex problems quickly and effectively.
• Experience creating network diagrams, documentation, and knowledgebase articles.
• Ability to travel as needed for monthly or quarterly management meetings and events.
• Ability to jump in after-hours or on weekends as needed for emergencies.
• Experience managing IT projects involving cross-functional teams.